Tony Welch
Customer Value Practitioner

Tony brings a wealth of CRM knowledge and experience to CGA, enabling him to develop customer value enhancing solutions for clients across a variety of industry sectors.

His early work with Just-in-Time manufacturing helped develop a passion for simplifying processes to deliver quality and value.

He joined Accenture and specialised in Selling Effectiveness, improving the productivity of sales forces with innovative techniques. He also worked in the USA with leading software suppliers and developed strategies to help organisations maximise return on investment from CRM systems.

At PA Consulting, Tony devised new strategies to help organisations maximise customer value. He delivered a global CRM strategy for a leading container shipping company, including rolling out a global customer experience model and channel strategy.

Tony later formed his own business to deliver his brand of CRM innovation directly to his clients. He has lived and worked in the Caribbean developing a CRM strategy for a leading Caribbean bank to improve customer retention and transform the bank's customer experience. Recently, he has radically improved the way customers interact with a flagship London Local Authority, by developing new channels for key services and implementing a culture of constant improvement for customer access.

He has worked as a CGA associate on high impact assignments in the retail and travel sectors.